Joshua Collins
Brisbane,QLD
Summary
Motivated Hotel Front Office Supervisor with talent for coordinating guest services. Proactive with history of managing multiple tasks in various areas with specialties in conflict resolution, team coordination and customer support. Highly organized, detail-oriented and thrives in fast-paced, intense environment.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Front Office Supervisor
Ovolo Hotels: Ovolo The Valley
Fortitude Valley, QLD
02.2024 - Current
- Ensured proper customer service standards were met.
- Monitored guest check-in and check-out procedures.
- Handled customer complaints in a professional manner.
- Maintained accurate records of all guests' bookings and payments.
- Coordinated with other departments to ensure smooth operations.
- Implemented policies and procedures related to the front office operations.
- Developed strategies to improve customer satisfaction levels.
- Prepared reports on occupancy rates, revenue targets, and other performance metrics.
- Managed inventory levels of supplies, equipment, and services used by the front office team.
- Responded promptly to inquiries from guests or potential customers via phone or email.
Guest Services Agent
Ovolo Hotels: Ovolo The Valley
Fortitude Valley, QLD
06.2022 - 02.2024
- Greeted guests with a friendly and welcoming attitude.
- Answered inquiries about hotel services, facilities and local attractions.
- Registered guests into the computer system accurately and efficiently.
- Processed guest payments quickly and efficiently.
- Provided information regarding room availability and rates to potential customers.
- Assisted in resolving customer complaints in a courteous and professional manner.
- Responded to telephone calls from guests promptly and courteously.
- Maintained an up-to-date knowledge of all hotel services, amenities, promotions, packages and special events.
- Performed check-in, check-out procedures for arriving, departing guests according to established standards.
- Verified accuracy of billing statements before presenting them to guests for payment processing.
- Handled cash transactions accurately while adhering to established accounting practices.
- Ensured that guest rooms were clean, tidy and supplied with necessary items prior to arrival of new guests.
- Provided directions to various locations within the city as requested by guests.
- Updated daily records such as occupancy reports, registration cards.
- Managed group bookings efficiently with prompt response time.
- Participated in training seminars related to hospitality industry trends.
- Responded to guests, including email, telephone and in-person inquiries.
Customer Service Specialist
Bupa Insurance
Brisbane , QLD
02.2022 - 05.2022
- Reviewed insurance policies to ensure compliance with existing regulations.
- Evaluated customer applications and determined eligibility for coverage based on established criteria.
- Negotiated terms of agreements with customers regarding coverage options and premiums.
- Provided guidance to customers regarding available insurance plans and their benefits and limitations.
- Analyzed financial statements to determine appropriate levels of coverage for clients.
- Identified areas of potential fraud or abuse in claims processing activities.
- Maintained accurate records of all transactions related to insurance policies.
Education
Bachelor of Creative Industries - Arts And Entertainment Management
Queensland University of Technology
Brisbane11-2021
Certificate III - Business
Target Training
BrisbaneSkills
- Complaint Handling
- Data Entry
- Decision-making capabilities
- Guest Relations Management
- Issue handling
- Staff Supervision
- Staff Training and Development
- Emergency Procedures
- Property Management Systems
- Reservations assistance
- Skilled in Opera Cloud PMS
- Proficient in Microsoft Suite
Languages
English
Native/ Bilingual
Certification
- Responsible Service of Alcohol (RSA)
Timeline
Front Office Supervisor
Ovolo Hotels: Ovolo The Valley
02.2024 - Current
Guest Services Agent
Ovolo Hotels: Ovolo The Valley
06.2022 - 02.2024
Customer Service Specialist
Bupa Insurance
02.2022 - 05.2022
Bachelor of Creative Industries - Arts And Entertainment Management
Queensland University of Technology
Certificate III - Business
Target Training
- Responsible Service of Alcohol (RSA)
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